IT Service Delivery Manager

Overview

We are seeking an experienced IT Service Delivery Manager to act as the primary liaison between strategic customers and internal service teams. You will be responsible for ensuring service quality, operational continuity, customer satisfaction, and compliance with agreed Service Level Agreements (SLAs).

Key Responsibilities

• Monitor service delivery performance and ensure SLA and KPI targets are achieved.
• Serve as the main point of contact for customers regarding operational service delivery and service changes.
• Build and maintain strong relationships with customers and stakeholders.
• Coordinate with external suppliers and partners on service delivery and escalations.
• Establish and maintain effective governance between customers, project teams, and operational teams.
• Analyze incidents, identify recurring issues, and drive continuous service improvements.
• Produce and present service performance reports to customers and management.
• Monitor network-related changes and assess their impact on service delivery.

Requirements

• Minimum 6 years of experience in IT Service Delivery Management within a public-sector environment, preferably at the federal government level.
• Strong knowledge of ITIL processes (ITIL v3/v4 certification is an advantage).
• Good understanding of project management methodologies such as PRINCE2.
• Experience managing stakeholders, customers, and suppliers at multiple levels.
• Affinity with IT infrastructure and networking environments.
• Strong analytical, organizational, and planning skills.
• Ability to analyze large datasets to identify trends and recurring issues.
• Excellent communication, negotiation, and relationship-management skills.
• Experience coaching and motivating teams while promoting a culture of continuous improvement.

Languages

• Dutch: Professional working proficiency
• French: Professional working proficiency
• English: Professional working proficiency

Work Arrangement

• Hybrid
• Location: Brussels, Belgium
• Immediate availability preferred